Sales & Retention Specialist (Contractor Role)

About this role

Own retention, onboarding, and outside-sales performance for premium student programs. The role combines direct customer retention work with agency management, data-driven experimentation, and cross-functional improvements to reduce churn and protect revenue.

About the company

Mindvalley is a personal transformation and online learning platform offering courses and memberships for skill and lifestyle development.

The team

Customer Support and Customer Experience

Stack

What you'll do

• Own retention rates, retained-value targets, save offers, and win-back efforts.
• Handle high-value and complex retention cases and set call standards and coaching.
• Improve onboarding and build early-warning signals for disengaging students.
• Manage external sales and appointment-setting agencies, including contracts, performance standards, and sales verification.
• Maintain retention data and refund-reason taxonomy, and report performance to leadership monthly.
• Run structured retention experiments and use findings to improve processes.
• Share evidence-based customer feedback with Product, Marketing, Tech, and Community.

What we're looking for

• 5+ years in retention, customer success, or customer-facing sales, including 2+ years owning a commercial outcome.
• Demonstrated success improving a retention, churn, or conversion metric.
• Experience managing agencies, contractors, or vendors against performance standards.
• Experience designing and running structured tests.
• Strong data skills, including building and analyzing datasets and using Airtable and Google Sheets.
• Proficiency with CRM platforms, Zendesk, and scheduling tools.
• Comfort using AI for transcription, case analysis, and reporting.

Nice to have

• Experience with online learning, high-ticket programs, and international customers.
• Interest in personal growth and development; familiarity with Mindvalley content is an advantage.